O'Reilly Network: Lessons from the Layoffs at LinuxCareMay 09, 2000, 22:26 (1 Talkback[s])
(Other stories by Tim O'Reilly)
"...service does not equal tech support! It does not equal training and certification. It does not equal custom development services! It can include all of these components, but it most go beyond them, by reframing a problem that your customers are struggling with, and offering a compelling outsourced solution."
"My point isn't to suggest that any particular approach to services based on open source is the best one. Right now, the open source sector is still young, with rapidly changing tools, practices, and services. What I hope is that the open source community will think big. The really huge opportunities typically redefine markets, creating services that seem obvious and necessary in retrospect, services that were once handled haphazardly but are now so central that no one can do without."
"That's ultimately the lesson of UUnet and Network Solutions: to find the killer service, you have to stop taking things for granted. You have to look with fresh eyes at what problems people are struggling with, and find a way to take them off their hands. Once you've succeeded, everyone will take things for granted again."